Let’s be honest, project management tools can be both a lifesaver and a total headache. monday.com has become a go-to Work OS for countless teams trying to turn daily chaos into clear, automated workflows. And like pretty much every other software out there, monday.com has jumped into the artificial intelligence game by building AI features right into its platform.
But what does monday.com AI actually do? And is it the right tool for every single job? While it promises to make work easier, its powers are mostly stuck within its own system, which can be a real problem. This guide will give you a full tour of monday.com AI, breaking down its main features, how you can use it, and where it falls short, especially for teams with specific needs like customer support or IT service management (ITSM).
What is monday.com AI?
monday.com AI isn’t some separate product you need to buy. It’s a collection of smart features woven directly into the monday.com platform. Its main goal is to automate the tedious, manual tasks that slow teams down, pull insights from your project data, and generally make your life within monday.com a little easier. You can think of it as an intelligent helper that works with their other products like monday work management, CRM, and dev.
According to their press release, their AI strategy is based on three main ideas:
- AI Blocks: These are the simple, no-code building blocks you can use to create your own AI-powered automations.
- Product Power-ups: These are AI features built directly into their products to help with specific problems.
- Digital Workforce: This is their long-term plan for a team of AI agents that can handle complex work all on their own.
Essentially, monday.com AI is built to improve project and work management. This focus is its biggest strength but also its most telling weakness, creating some real boundaries for other parts of the business that don’t operate solely on monday.com boards.
Core features and capabilities of monday.com AI
To really wrap your head around what monday.com AI can do, you have to look at its three main parts. They all work together to bring automation and intelligence to your day-to-day tasks, but each plays a different role.
monday.com AI Blocks: The Building Blocks of Automation
AI Blocks are the easiest part of the monday.com AI suite to get started with. They’re simple, customizable AI actions that you can drag and drop into your automation recipes without writing any code. They’re designed to take care of the specific, repetitive tasks that eat up your team’s day.
Here are the key things you can do with AI Blocks:
- Summarize: Have a long thread of updates or a dense document? This block can boil it down to the main points, saving you a lot of reading time.
- Categorize: You can use this to automatically organize data as it comes in. It can sort tasks by how urgent they are, tag items based on sentiment (positive, negative, or neutral), or label things by type.
- Extract info from files: This block can scan documents, text columns, and PDFs to find specific details you need, like customer names or order numbers, and drop them right into your board.
- Translate: For teams spread across the globe, this is a useful feature that translates text from one language to another, helping to clear up communication hurdles.
- Custom Block: This is where you get more freedom. You can write a prompt in plain English to create a unique automation that fits your exact workflow.
A user setting up an automation with the monday.com AI assistant.
monday.com AI Product Power-ups: Built-in Intelligence for Tougher Challenges
Product Power-ups are a level up from AI Blocks. These are more advanced, pre-built AI capabilities that are part of monday.com’s products and designed to solve specific, high-value problems. They’re less about small, repeated tasks and more about helping with bigger business challenges.
Some examples of current and planned Power-ups include:
- Risk Management: This feature tries to spot potential delays in your projects before they happen. It looks at your project data to flag tasks that are at risk of falling behind schedule.
- Resource Management: This Power-up helps you put the right people on the right projects. It can suggest who to assign tasks to by looking at your team’s skills, availability, and past work.
- CRM Data Automation: For sales teams, this automates the job of adding to and updating customer data within monday sales CRM, which keeps records accurate and saves reps a ton of time.
It’s good to know that, as partners like Adaptavist have pointed out, many of these Power-ups are still in the process of being released. The ideas are great, but you might not be able to use all of them just yet.
The Risk Management Power-up in monday.com AI flagging a project delay.
The monday.com AI Digital Workforce: An AI Team on Standby
The Digital Workforce is monday.com’s big, long-term vision for AI. The idea is to create a team of specialized "digital workers" that can handle complicated tasks independently, 24/7.
Here are some of the key agents they’ve announced:
- monday Expert: Scheduled for release in 2025, this agent is meant to help new users get going by offering guidance and even setting up boards and workflows for them.
- Project Analyzer: This agent will watch hundreds of projects in real-time to flag risks, find dependencies, and offer proactive advice.
- Sales Advisor: An agent for sales teams that looks at performance data to give coaching tips and point out areas for improvement.
This is the most futuristic part of their AI plan. While a "Digital Workforce" sounds cool, it’s mostly a promise of what’s coming later. For teams who need strong, autonomous AI help right now, the current version feels more like a preview than a finished product.
Use cases and limitations of monday.com AI
While monday.com AI has some nice automation features for project management, it’s important to know where it works well and where it doesn’t. The tool is great for its main purpose, but you’ll quickly see its limits if you try to use it for things outside the monday.com world.
How teams can use monday.com AI for project management
For teams that do all their daily work inside monday.com, the AI features can make a real difference. Here are a few practical examples:
- Automating status reports: A project manager can use the "Summarize" AI Block to automatically create weekly progress reports by condensing all the task updates from their team. No more manual copy-pasting.
- Intelligent task triage: When new tasks are added to a board, the "Categorize" block can be set up to automatically assign priority levels based on words in the task description (like "urgent," "bug," or "customer request").
- Proactive risk spotting: The Risk Management Power-up can watch project timelines and dependencies, automatically flagging tasks that are slipping behind or might cause a delay down the line.
These are all helpful use cases that can smooth out internal work and let teams focus on bigger things.
A workflow diagram showing intelligent task triage using monday.com AI.
Key limitations: why monday.com AI isn’t a complete solution
Even with its strengths in project automation, monday.com AI has some major limitations that keep it from being an AI solution for your whole company.
- Ecosystem lock-in: The AI works best, and sometimes only, with data that’s already inside monday.com. This creates a huge knowledge silo. Most of a company’s useful information is in other places: customer support tickets in Zendesk, internal guides in Confluence or Google Docs, and daily chatter in Slack. monday.com AI can’t easily get to or learn from this outside knowledge, which means its answers are often incomplete.
- Generalist vs. specialist: It’s a general-purpose AI designed for project management. It’s a jack-of-all-trades but a master of none. It doesn’t have the deep, specific knowledge needed for other departments. For instance, it can’t sift through years of support tickets to understand what customers are really saying or troubleshoot a tricky technical problem like a dedicated customer support AI could.
- Complex pricing model: monday.com’s pricing for AI is based on a credit system. Every account gets a few free credits, but if you use it a lot, it can get expensive quickly. For a busy customer support team handling thousands of questions a day, a credit-based model is often hard to predict and can lead to some nasty surprise bills.
- Future-facing roadmap: As we mentioned, some of the best features, especially the "Digital Workforce," are still in development. Teams that need powerful AI agents and automation today will find the current tool is more of a teaser than a full-blown solution.
An infographic illustrating the knowledge silo limitation of monday.com AI.
The Alternative to monday.com AI: Specialized, Layered AI for Your Entire Workflow
The limits of an AI that’s locked into one system, like monday.com’s, show why a different approach is needed, especially for teams that use a mix of different tools to get their jobs done.
Why a Layered AI Approach Is Better Than monday.com AI for Customer Support and ITSM
Instead of being stuck in a single platform, a "layered" AI works on top of the tools you already use. This is the whole idea behind eesel AI. Rather than making you move all your data and workflows, eesel connects to all the places your company knowledge already is, whether that’s your help desk, your internal wiki, your chat tools, or somewhere else.
This method breaks down the data silos that hold generalist AIs back. It creates a single, smart brain for your AI that’s trained on your actual company knowledge, no matter where it is. This means the AI can give answers and automate tasks using the full context of how your business really runs.
A direct comparison: monday.com AI vs. eesel AI
Putting them side-by-side makes the difference pretty obvious.
| Feature | monday.com AI | eesel AI |
|---|---|---|
| Primary Use Case | Internal project & workflow automation | Customer service, ITSM, and internal support automation |
| Integration Philosophy | Deeply embedded within the monday.com ecosystem | A flexible layer that connects to your existing help desk, wiki, and chat tools |
| Training Data | Data within monday.com boards, docs, and updates | Help center articles, past tickets, Confluence, Google Docs, Slack, etc. |
| Key Strength | Seamless automation for tasks inside monday.com | Unifying scattered knowledge to provide accurate, contextual answers anywhere |
| Key Limitation | Creates an AI silo; weak on external knowledge | Requires integration with existing platforms (which is its core strength) |
How eesel AI Powers Your Support and Operations Teams Beyond monday.com AI
eesel AI is built specifically to solve the problems that a generalist tool like monday.com AI can’t. Here’s how its products help support and operations teams directly:
- AI Agent: This isn’t a future promise; it’s a powerful tool you can use today. It independently handles frontline support tickets in platforms like Zendesk or Freshdesk by learning from your past ticket history and knowledge base articles.
- AI Copilot: This drafts accurate, context-aware replies for your human agents right inside their help desk. It seriously speeds up response times and keeps answers consistent by drawing on your entire knowledge base.
- AI Internal Chat: This breaks down internal knowledge barriers. Employees can ask questions in Slack or Microsoft Teams and get instant answers pulled from all your internal docs, whether they’re in Confluence, Google Docs, or Notion.
eesel AI Copilot providing a better alternative to monday.com AI for support teams.
Conclusion on monday.com AI
monday.com AI is a decent addition for teams who are already all-in on the monday.com platform for their internal project management. Its AI Blocks and Power-ups can definitely add some automation and efficiency to those specific workflows.
But its limitations are hard to miss. It’s a generalist tool that creates an AI silo, cut off from all the valuable knowledge that lives in your other business-critical apps. It isn’t built for the specific, high-volume needs of departments like customer support or ITSM, and its most exciting features are still more of a plan than a reality.
For businesses that want to build an AI strategy that uses their entire knowledge base to automate customer-facing work and help internal teams, a dedicated, layered solution makes more sense. An AI platform like eesel AI is a more powerful, flexible, and intelligent choice that works with the tools you already rely on, right now.
Frequently asked questions
The primary goal of monday.com AI is to automate internal project management tasks. It’s designed to help teams summarize information, categorize tasks, and manage workflows more efficiently, all within the monday.com ecosystem.
While monday.com AI features are built into the platform, they operate on a credit system. Accounts receive some free credits, but heavy usage will require purchasing additional credits, which can lead to extra costs.
No, this is one of its key limitations. The monday.com AI assistant primarily works with data that is already inside the monday.com platform, so it cannot learn from or interact with knowledge stored in external applications.
No, it is not a standalone product. It’s a suite of artificial intelligence features that are integrated directly into the core monday.com Work OS, available through automations and built-in “Power-ups.”
